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Tanzania Service Level Agreement (SLA)

Free Tanzania SLA template for B2B service providers — IT, consulting, facilities. Editable.

Click any field to edit · this is a template, have a Tanzanian advocate review before signing

Service Level Agreement

This Service Level Agreement ("SLA") is made on [DATE] between the Service Provider and the Customer named below.

Parties

Service Provider
YOUR BUSINESS LIMITED · TIN: 123-456-789 · P.O. Box 12345, Dar es Salaam (the "Provider")
Customer
[CUSTOMER NAME / COMPANY] · TIN: [—] · P.O. Box [—], [CITY] (the "Customer")

WHEREAS the Provider has agreed to deliver certain Services to the Customer at the service levels specified below.

NOW THEREFORE the parties agree as follows:

1. SERVICES

The Provider shall deliver the following Services: [DESCRIBE — e.g. cloud hosting, IT support, cleaning, security, etc.] from [START DATE] for an initial term of 12 months, renewable.

2. SERVICE LEVELS

The Provider shall meet the following service levels: (a) Availability: ≥ 99.5% per calendar month; (b) Response time: critical 1 hr, high 4 hrs, normal 24 hrs; (c) Resolution time: critical 4 hrs, high 1 day, normal 5 days. Measurement excludes scheduled maintenance windows.

3. SERVICE CREDITS

If the Provider fails to meet a service level, the Customer shall receive a service credit of [10–25]% of the monthly fee per missed level, capped at 50% of the monthly fee. Credits are the Customer sole remedy except for material breach.

4. FEES

The Customer shall pay the Provider TZS [AMOUNT] per [month/quarter] within 30 days of invoice. Late payment attracts interest at 1.5% per month.

5. CUSTOMER OBLIGATIONS

The Customer shall: (a) provide reasonable access and information; (b) designate a point of contact; (c) pay all fees on time; (d) not interfere with the Service.

6. CONFIDENTIALITY

Each party shall keep confidential all information disclosed by the other and shall use it only for the purposes of this SLA.

7. DATA PROTECTION

The parties shall comply with the Personal Data Protection Act, 2022 (Tanzania) and any applicable data-processing addendum.

8. TERM AND TERMINATION

This SLA continues for the initial term and renews automatically for 12-month periods unless terminated on 60 days written notice. Either party may terminate immediately for material breach not remedied within 30 days of written notice.

9. LIABILITY

Each party total liability under this SLA in any 12-month period shall not exceed the fees paid in the preceding 12 months. Neither party shall be liable for indirect, consequential or special losses.

10. GOVERNING LAW

This SLA is governed by the laws of the United Republic of Tanzania. Disputes shall be resolved by arbitration in Dar es Salaam under the rules of the Tanzania Institute of Arbitrators.

SERVICE PROVIDER (Signature · Name · Date)
CUSTOMER (Signature · Name · Date)
WITNESS (Signature · Name · Date)
Adapt service levels and credits to your actual service. For high-value SLAs, have an advocate review the liability and remedy clauses.

SLAs in Tanzania — what to actually commit to

A Service Level Agreement defines the level of service one party expects from another, with measurable targets and consequences for failure. SLAs are the backbone of B2B relationships — IT services, hosting, facilities management, security, cleaning, even consulting.

Key SLA components

  • Service description — what's in scope; what's out.
  • Service levels — measurable targets (uptime, response time, resolution time, throughput).
  • Measurement methodology — how/when measured; what counts (and doesn't).
  • Service credits — financial consequences of missed levels.
  • Exclusions — scheduled maintenance, force majeure, customer-caused issues.
  • Reporting — monthly performance report.

Typical service levels

  • Cloud / SaaS: 99.5%–99.9% uptime, response 1–4 hrs by severity.
  • IT support: P1 1 hr, P2 4 hrs, P3 24 hrs response.
  • Cleaning: daily completion confirmed by sign-off.
  • Security: incident response within 5–15 minutes.
  • Logistics: on-time delivery rate ≥ 95%.

Tanzania-specific considerations

  • Data protection — Personal Data Protection Act, 2022 applies; include a DPA addendum.
  • Force majeure — define carefully; "internet outage" alone doesn't qualify.
  • Power cuts — TANESCO outages should be in the exclusions list for facilities-dependent SLAs.
  • Currency — fix in TZS or USD with an FX-pass-through clause.
  • Dispute resolution — arbitration in Dar saves time vs courts.

Pair with NDA, Letter of Demand if breach occurs, and Withholding Tax for service-fee deductions.

Take this further

An SLA is a promise you have to measure. Tawala CRM tracks response and resolution times against the committed levels per client, so service reviews are held against evidence.

Not sure which module fits? Compare every option under Tawala solutions, or find the setup for your sector under Tawala by industry.

Frequently asked questions

Is the Tanzania Service Level Agreement (SLA) free?
Yes. Every Tawala tool is free to use, requires no signup, and runs entirely in your browser. We do not log or store any value you enter.
Are the figures up to date for 2026?
Yes. We track changes to TRA rates, statutory contributions and sector tariffs and update affected tools the same week any change is gazetted.
Can I use this on mobile?
Yes — every tool is mobile-friendly and works on any phone with a browser. No app install required.
Where do the formulas come from?
Each calculator is built from primary sources: TRA Acts and Practice Notes, NSSF Act regulations, NHIF tariffs, BoT rates and ministry gazettes. We add a citation and date stamp at the foot of each tool.

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